Senior Product Manager, Customer Experience Products - Amazon Customer Service
About the role
The CXP (Customer Experience Products) organization is seeking an experienced Senior Product Manager who thinks big about customer experience and is relentless about raising the bar. Our vision is bold: eliminate the need for customers to ever feel stuck when they use our products. We are building intelligent, proactive self-service experiences that anticipate customer needs before they even have to ask.
Key job responsibilities
- Start with the customer and work backwards: deeply understand their pain points, frustrations, and unmet needs to define a product vision that genuinely transforms their experience.
- Own an ambitious WW product roadmap that pushes boundaries on what self-service support can look like, not just for today but for the next 3-5 years.
- Set bold goals and then figure out how to deliver them: partner with engineering, science, UX, and operations to turn big ideas into shipped products at Amazon scale.
- Mak crisp prioritization decisions grounded in data, balancing customer impact, technical feasibility, and speed to value.
- Drive alignment across cross-functional teams and senior leadership, influencing without authority and earning trust through clear thinking and customer advocacy.
- Define what success looks like for customers (not just metrics), measure relentlessly, and iterate until the experience is truly great.
- Stay ahead of the curve on AI, automation, and conversational technology, and challenge the team to think bigger about what is possible.
About the team
The team owns products and services that help customers and tech-support associates resolve issues across Amazon Devices (Kindle, Echo, Fire TV) and Digital Subscriptions (Prime Membership, Groceries, Prime Video, Music, Alexa, and more). Our product portfolio includes on-device diagnostics, device troubleshooting, conversational AI for self-service help, and knowledge systems for content discoverability. We are not here to maintain the status quo: we are here to reinvent how customer support works.
Basic Qualifications
- 5+ years of product or program management, product marketing, business development or technology experience
- Bachelor's degree or equivalent
- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience with feature delivery and tradeoffs of a product
- Experience as a product manager or owner
- Experience owning technology products
Preferred Qualifications
- Experience in influencing senior leadership through data driven insights
- Experience working across functional teams and senior stakeholders